| Indicator | Description | Collection Frequency | 2014/2015 | 2015/2016 | 2016/2017 | Q1 | Q2 | Q3 | Q4 | Target | Polarity | DOT | |-----------|-------------|---------------------|-----------|-----------|-----------|-----|-----|-----|-----|--------|----------|-----| | CFD03 | Number of external calls answered within 20 seconds - CYC | Quarterly | 623,686 | 672,088 | 629,381 | 146,073 | - | - | - | - | Neutral | Neutral | | CFD03a | % of external calls answered within 20 seconds - CYC | Quarterly | 91.27% | 88.15% | 89.01% | 87.57% | - | - | - | - | Up is Good | Neutral | | | Benchmark - SSAC Industry Standard | Annual | 80.00% | 80.00% | 80.00% | - | - | - | - | - | Neutral | Neutral | | CFS01 | Overall Customer Centre Satisfaction (%) - CYC | Monthly | 58.15% | 91.54% | 92.48% | 93.23% | - | - | - | - | Up is Good | Neutral | | COMP01 | % of complaints responded to within 5 days | Quarterly | - | - | 75.40% | - | - | - | - | - | Up is Good | Neutral | | FOI01 | FOI & EIR - Total Received - (YTD) | Quarterly | 1,864 | 1,670 | 1,719 | 401 | - | - | - | - | Neutral | Neutral | | FOI02 | FOI & EIR - % In time - (YTD) | Quarterly | 94.00% | 95.60% | 93.14% | 92.50% | - | - | - | - | Up is Good | Neutral | | FOI05 | DP (Data Protection Act) / SAR (Subject Access Request) - Total Received - (YTD) | Quarterly | 131 | 83 | 106 | 13 | - | - | - | - | Neutral | Neutral | | | DP (Data Protection Act) / SAR (Subject Access Request) - In time - (YTD) | Quarterly | 92 | 64 | 89 | 11 | - | - | - | - | Neutral | Neutral | | | DP (Data Protection Act) / SAR (Subject Access Request) - % In time - (YTD) | Quarterly | 70.23% | 77.11% | 83.96% | 84.60% | - | - | - | - | Up is Good | Neutral | | OD01 | Number of hits on yorkopendata.org | Monthly | 7,611 | 91,782 | 93,797 | 37,514 | - | - | - | - | Up is Good | Green | | OD08 | Number of new datasets added to yorkopendata.org | Monthly | 285 | 337 | 273 | 19 | - | - | - | - | Up is Good | Red | | TAP02 | % of panel satisfied with the way the council runs things | Quarterly | NC | NC | 65.54% | 64.76% | - | - | - | - | Up is Good | Neutral | | | Benchmark - LG Inform | Annual | 66.30% | 65.40% | 50.00% | - | - | - | - | - | Up is Good | Neutral | | YCC030 | Footfall in Customer Centre - % served within target wait time | Monthly | 74.00% | 70.00% | 74.69% | 78.01% | - | - | - | - | Up is Good | Green | | YCC030a | Footfall in Customer Centre - Average wait time (Minutes) | Monthly | 7.8 | 8.49 | 7.13 | 6.62 | - | - | - | - | Up is Bad | Green |

## Portfolio - Finance and Performance 2017/2018

No of Indicators = 48 | Direction of Travel (DoT) shows the trend of how an indicator is performing against its Polarity over time.

Produced by the Strategic Business Intelligence Hub August 2017

| 1. Customer Services | 2. Financial Services | |----------------------|-----------------------| | **YCC117** | **YCC201** | | YCC % Calls answered in 20 seconds - TOTAL | Digital Services Transactions / Channel Shift (%) | | Weekly | Quarterly | | 47.60% | - | | 64.90% | - | | 75.70% | - | | 72.67% | - | | Benchmark - SSAC Industry Standard | - | | Annual | - | | 80.00% | - | | 80.00% | - | | 80.00% | - | | Direction of Travel (DoT) shows the trend of how an indicator is performing against its Polarity over time. | | Produced by the Strategic Business Intelligence Hub August 2017 |

| Previous Years | 2017/2018 | |----------------|-----------| | **Collection Frequency** | **2014/2015** | **2015/2016** | **2016/2017** | **Q1** | **Q2** | **Q3** | **Q4** | **Target** | **Polarity** | **DOT** | | **YCC117** | **YCC % Calls answered in 20 seconds - TOTAL** | Weekly | 47.60% | 64.90% | 75.70% | 72.67% | - | - | - | - | Up is Good | Green | | **Benchmark - SSAC Industry Standard** | Annual | 80.00% | 80.00% | 80.00% | - | - | - | - | - | - | - | - | | **YCC201** | **Digital Services Transactions / Channel Shift (%)** | Quarterly | - | - | - | - | - | - | - | - | - | - | | **adcs03** | **Deprivation: % of the population living in the 20% most deprived Lower Super Output Areas** | Annual | 3.86% (2015) | - | - | - | - | - | - | - | Up is Good | Neutral | | **BPI108** | **Forecast Budget Outturn (£000s Overspent / - Underspent) - All Directorates** | Quarterly | £1,341 | £944 | £624 | £986 | - | - | - | - | Up is Bad | Neutral | | **BPI110** | **Forecast Budget Outturn (£000s Overspent / - Underspent) - CYC** | Quarterly | £688 | £876 | £542 | £636 | - | - | - | - | Up is Bad | Green | | **BUR01** | **Business Rates - Rateable Value** | Monthly | - | - | £247,348,791 | £255,784,571 | - | - | - | - | Neutral | Neutral | | **CES44** | **Cost of landfill tax - Combined (excluding liquid waste) - (YTD)** | Quarterly | £4,189,600 | £4,992,118 | £4,440,959 | - | - | - | - | Up is Bad | Neutral | | **DOD00** | **Indices of Multiple Deprivation** | Five Years | 12.22 (2015) | (Avail 2020) | (Avail 2025) | - | - | - | - | Up is Bad | Neutral | | **National Rank (1 is Bad) (Rank out of 326)** | Five Years | 259 (2015) | (Avail 2020) | (Avail 2025) | - | - | - | - | - | - | | **OCC01** | **% of council tax collected in year - (YTD)** | Monthly | 97.55% | 97.50% | 97.57% | 29.55% | - | - | - | - | 97.80% | Up is Good | Neutral | | **Benchmark - National Data (England)** | Annual | 97.01% | 97.10% | 97.20% | - | - | - | - | - | - | | **Benchmark - Regional Data** | Annual | 95.89% | 95.50% | 96.20% | - | - | - | - | - | - | | **National Rank (Rank out of 353)** | Annual | 203 | 178 | 178 | - | - | - | - | - | - | | **Regional Rank (Rank out of 22)** | Annual | 10 | 9 | 8 | - | - | - | - | - | - | | **OCC02** | **Council tax receipts collected in year (Em) - (YTD)** | Monthly | 90.27 | 91.76 | 95.8 | 30.74 | - | - | - | - | Up is Good | Green |

## Portfolio - Finance and Performance 2017/2018

No of Indicators = 48 | Direction of Travel (DoT) shows the trend of how an indicator is performing against its Polarity over time.

Produced by the Strategic Business Intelligence Hub August 2017

### Previous Years vs 2017/2018

| Indicator | Collection Frequency | 2014/2015 | 2015/2016 | 2016/2017 | Q1 | Q2 | Q3 | Q4 | Target | Polarity | DOT | |-----------|---------------------|-----------|-----------|-----------|----|----|----|----|--------|----------|-----| | OCC03 % of non-domestic rates collected in year - (YTD) | Monthly | 98.20% | 98.40% | 99.04% | 32.02% | - | - | - | - | 98.50% | Up is Good | Neutral | | Benchmark - National Data (England) | Annual | 98.11% | 98.20% | 98.20% | - | - | - | - | - | - | - | - | | Benchmark - Regional Data | Annual | 97.65% | 97.90% | 97.90% | - | - | - | - | - | - | - | - | | National Rank (Rank out of 353) | Annual | 183 | 153 | 58 | - | - | - | - | - | - | - | - | | Regional Rank (Rank out of 22) | Annual | 10 | 7 | 3 | - | - | - | - | - | - | - | - | | OCC04 % reduction in non-domestic rates prior year's balances - (YTD) | Monthly | 33.09% | 30.50% | 42.09% | 23.80% | - | - | - | - | 42.00% | Up is Good | Red | | OCC05 % reduction in council tax prior year's balances - (YTD) | Monthly | 33.78% | 32.30% | 34.20% | 15.26% | - | - | - | - | 42.00% | Up is Good | Red | | OCC06B Number of days taken to process Housing Benefit new claims and change events (DWP measure) | Monthly | 5.91 | 5.87 | 5.58 | 4 | - | - | - | - | - | Up is Bad | Neutral | | Benchmark - National Data | Quarterly | 10 | 8 | - | - | - | - | - | - | - | - | - | | OCC07 Benefit Reception Numbers | Monthly | 1,733 | 1,536 | 1,290 | 1,132 | - | - | - | - | - | Neutral | Neutral | | OCC08 Average Benefit Caseload for CYC | Monthly | 13,461 | 12,572 | 11,874 | 11,617 | - | - | - | - | - | Up is Bad | Green | | OCC10 Non-domestic receipts collected in year (£m) - (YTD) | Monthly | 100.38 | 101.71 | 104.77 | 34.48 | - | - | - | - | - | Up is Good | Green | | OCC11 % of supplier invoices paid within 30 days | Monthly | 96.48% | 95.22% | 95.48% | 96.09% | - | - | - | - | - | Up is Good | Neutral | | OCC12 New Homes Bonus Grant (£m) - (Cumulative) | Annual | £2.99 | £3.62 | £4.65 | - | - | - | - | - | - | Up is Good | Green | | TAP03 % of panel agree the council provides value for money | Quarterly | NC | NC | 45.33% | 48.57% | - | - | - | - | - | Up is Good | Neutral | | Benchmark - LG Inform | Annual | 42.00% | 45.40% | 38.00% | - | - | - | - | - | - | - | - | | % of panel disagree the council provides value for money | Quarterly | NC | NC | 24.06% | 21.10% | - | - | - | - | - | Up is Bad | Green | | YCC001 YFAS Emergency payments (£) TOTAL - (YTD) | Weekly | £117,399 | £41,612 | £31,188 | £3,849 | - | - | - | - | - | Neutral | Neutral |

## Portfolio - Finance and Performance 2017/2018

No of Indicators = 48 | Direction of Travel (DoT) shows the trend of how an indicator is performing against its Polarity over time.

Produced by the Strategic Business Intelligence Hub August 2017

| 2. Financial Services | 3. Risk Management | 4. Human Resources | |-----------------------|-------------------|-------------------| | **YCC002** | YFAS Emergency payments Budget (£) | Weekly | £154,000 | £162,160 | £106,160 | £14,000 | - | - | - | - | Neutral | Neutral | | **YCC004** | YFAS Community payments (£) TOTAL - (YTD) | Weekly | £185,635 | £158,414 | £170,929 | £41,371 | - | - | - | - | Neutral | Neutral | | **YCC005** | YFAS Community payments (£) Budget | Weekly | £261,140 | £412,690 | £263,140 | £135,590 | - | - | - | - | Neutral | Neutral | | **YCC007** | YFAS CTS Discretionary (£) TOTAL - (YTD) | Weekly | £39,875 | £26,745 | £23,957 | £28,871 | - | - | - | - | Neutral | Neutral | | **YCC008** | YFAS CTS Discretionary (£) Budget | Weekly | £100,000 | £90,290 | £90,290 | £60,000 | - | - | - | - | Neutral | Neutral | | **YCC022** | Number of YFAS applications - Grand Total - (YTD) | Weekly | 3,180 | 1,325 | 1,256 | 551 | - | - | - | - | Neutral | Neutral | | **COR01** | Key Corporate Risks - CYC | Quarterly | 11 | 11 | 10 | 11 | - | - | - | - | Neutral | Neutral | | **CORP02 La** | Red rated Large Projects - CYC | Quarterly | - | 0 | 1 | 1 | - | - | - | - | Neutral | Neutral | | **CORP02 Lb** | Amber rated Large Projects - CYC | Quarterly | - | 5 | 5 | 6 | - | - | - | - | Neutral | Neutral | | **OCC09** | CYC Apprenticeships | Annual | 18 | 27 | 25 | - | - | - | - | - | Up is Good | Neutral | | **STF01** | Staff Headcount - CYC Total (Including Schools) - (Snapshot) | Monthly | 6,096 | 5,293 | 4,895 | 4,616 | - | - | - | - | Neutral | Neutral | | **STF08** | Staff FTE - CYC Total (Including Schools) - (Snapshot) | Monthly | 3,995 | 3,915 | 3,631.2 | 3,443.1 | - | - | - | - | Neutral | Neutral | | **STF100** | Average sickness days per FTE - CYC (Including Schools) - (Rolling 12 Month) | Monthly | 9 | 8.1 | 9 | 9 | - | - | - | - | Up is Bad | Neutral | | **STF100** | Average sickness days per FTE - CYC (Excluding Schools) - (Rolling 12 Month) | Monthly | 11.4 | 10.1 | 10.2 | 10.2 | - | - | - | - | Up is Bad | Neutral | | **STF100** | Benchmark - CIPD (All Sectors) | Annual | 6.6 | 6.9 | - | - | - | - | - | - | - | Neutral | | **STF100** | Benchmark - CIPD (Public Sector) | Annual | 7.9 | 8.7 | - | - | - | - | - | - | - | Neutral | | **STF100** | Benchmark - LGA Worker Survey (Excluding Teachers) | Annual | 8.5 | - | - | - | - | - | - | - | - | Neutral | No of Indicators = 48 | Direction of Travel (DoT) shows the trend of how an indicator is performing against its Polarity over time. Produced by the Strategic Business Intelligence Hub August 2017

| 4. Human Resources | Collection Frequency | 2014/2015 | 2015/2016 | 2016/2017 | Q1 | Q2 | Q3 | Q4 | Target | Polarity | DOT | |-------------------|---------------------|-----------|-----------|-----------|----|----|----|----|--------|----------|-----| | STF107 | Voluntary Turnover (%) - CYC Total (Including Schools) - (Rolling 12 Month) | Monthly | 8.50% | 8.80% | 10.00% | 11.30% | - | - | - | - | Up is Bad | Red | | | Voluntary Turnover (%) - CYC Total (Excluding Schools) - (Rolling 12 Month) | Monthly | 7.00% | 7.00% | 7.60% | 8.30% | - | - | - | - | Up is Bad | Neutral | | STF90 | PDR Completion (%) - CYC - (Snapshot) | Quarterly | 58.00% | 59.00% | 75.90% | 40.90% | - | - | - | - | Up is Good | Neutral |